Service Desk Team Lead

Primary Duties & Responsibilities

• Lead, mentor and support a team of high performing ICT support staff, to deliver first-class IT support services
• Oversee daily operations of the Service Desk, ensuring timely resolution of incidents and service requests in line with agreed SLAs
• Monitor and manage ticket flow via the ticketing system and resource scheduling with efficiency
• Act as a primary escalation point for complex technical issues affecting our users and business
• Act as a subject matter expert on service desk operations, systems, and customer service practices
• Ensure consistent and effective communication with end users including teaching staff, administration, parents and students
• Develop and maintain ICT knowledge base articles and standard operating procedures
• Monitoring and improving service quality through performance metrics, knowledge sharing, and proactive engagement with stakeholders
• Collaborating with IT teams on broader technology initiatives and projects
• Work with external vendors to deliver seamless client outcomes and tackle challenges head-on
• Provide regular reporting on service desk performance and key metrics
• Follow up with customers on an ad-hoc basis to identify areas for improvement and provide customer feedback to the appropriate internal teams
• Support the ICT Operations Manager in planning and delivering ICT Initiatives

What You Will Bring

• Previous experience in a Service Desk leadership or senior IT support role in a global environment supporting users in different time zones
• Outstanding communication (verbal & written) and stakeholder management skills, with the ability to build trust and influence outcomes
• Procurement of IT devices for end-users
• Familiarity with ITIL Frameworks and Service Management practices
• Exceptional problem-solving and analytical skills
• A deep commitment and passion to customer service excellence
• Excellent organisational and time management skills
• Ability to work under pressure, establish priorities and set and achieve work goals
• Education professional with demonstrated proficiency in supporting a complex ICT environment

Technical Skills

• Experience with Windows, macOS, iOS device support and Microsoft 365 applications
• Knowledge of SharePoint and Teams administration
• Knowledge of Microsoft Defender
• Knowledge of MDM Applications such as Intune/Autopilot
• Proven experience in ITIL, ticketing systems and customer service principles
• Experience in OnBoarding / OffBoarding process in a global environment
• Experience with Security Incident Management and root cause analysis
• Experience with Atlassian Management
• Nice to have: experience with Okta
• Nice to have: experience with Jira Service Management
• Nice to have: experience with AWS

Qualifications

• A minimum of 5+ years of hands-on, relevant IT Support experience
• Tertiary qualifications or accreditation in Service Management methodologies such as ITIL would be highly beneficial
• Industry-recognized certifications such as Microsoft, CompTIA A+, Network+, and/or Security+, or equivalent TAFE certification would be an advantage, but not essential